Refund Policy

At LAMAHRA, every order is prepared with care, particularly our personalised keepsakes created especially for you.

We want you to shop with confidence, so we have outlined our refund process below.

Eligibility for a Refund

Refunds may be available when an item is:

Faulty or defective
Damaged during delivery
Incorrectly supplied
Significantly different from the product ordered

Personalised items are created specifically according to the details provided at checkout and are generally not eligible for refunds due to change of mind, incorrect personalisation details supplied by the customer, or incorrect size selection.

Personalised Products

Because personalised LAMAHRA pieces are made specifically for you, they cannot generally be cancelled, returned or refunded once production has started.

Please carefully check all:

Names
Initials
Dates
Wording
Sizes
Colours
Other personalisation details

before completing your purchase.

If you notice an error immediately after placing your order, please contact us at Hello@LamahraLondon.com as soon as possible. If production has not yet begun, we will do our best to assist.

Faulty or Damaged Items

We carefully inspect our products before dispatch. If your order arrives damaged or faulty, please contact us within 3 days of delivery.

Please provide:

Your order number
A description of the problem
Clear photographs of the product
Photographs of the packaging, where relevant

Once we have reviewed the issue, we may offer a replacement, repair or refund depending on the circumstances.

Incorrect Items

If you receive an item that is different from what you ordered, please contact us as soon as possible.

If the error is confirmed to be on our part, we will arrange an appropriate resolution, which may include a replacement or refund.

Change of Mind

We understand that circumstances can change. However, due to the personalised nature of many LAMAHRA products, change-of-mind refunds are generally not available for personalised items.

For eligible non-personalised products, refunds may be available in accordance with our Returns & Exchanges Policy.

Refund Process

If your refund request is approved, we will confirm the refund with you.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow 7–14 business days for us to process the refund after approval. Your bank or payment provider may require additional time for the funds to appear in your account.

Shipping Costs

Original shipping charges are generally non-refundable unless the return or refund is due to an error, fault or incorrect item supplied by LAMAHRA.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, LAMAHRA will provide an appropriate resolution in accordance with applicable consumer rights.

Sale & Promotional Orders

Products purchased during sales or promotional periods may be subject to specific terms.

Any applicable restrictions will be displayed at the time of purchase.

Personalised promotional items remain subject to the personalised-product provisions of this policy.

Cancellations

If you need to cancel an order, please contact us as soon as possible at Hello@LamahraLondon.com

We will try to accommodate cancellation requests where production has not yet started.

Once a personalised order has entered production, cancellation may no longer be possible.

Non-Refundable Situations

A refund may not be available where:

Personalisation details were entered incorrectly by the customer.
The customer selected the incorrect size.
The customer has changed their mind about a personalised item.
The item has been worn, used or damaged after delivery.
The product has been altered or modified after purchase.
The return request falls outside the applicable return period.
The customer failed to follow applicable care instructions.

This does not affect any mandatory consumer rights that apply under the laws of your country.

Consumer Rights

Nothing in this Refund Policy is intended to limit or exclude any rights or protections that cannot legally be excluded under applicable consumer protection laws.

Where applicable, your statutory rights remain unaffected.